Customer Care Consultant

Recruiter
Target Recruitment
Location
Romford, Greater London
Salary
£18500/annum
Posted
20 Jul 2017
Closes
19 Aug 2017
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
We are currently recruiting for a number of customer care consultants for an excellent opportunity in one of the leading insurance companies in the UK. You will be working in a vibrant and professional environment and providing excellent customer services.

The position is to start on Tuesday 29th August and it is important that you have NO HOLIDAYS BOOKED for the first 6 weeks as this is imperative training. any absences during this time will result in your position ending.

The Role

Handling inbound calls from customers and accurately screening pre-existing medical conditions in order to produce policy quotes and resolving customer queries in the first instance whilst adhering to FCA regulations.

The Customer Care Unit provide top quality customer service using a variety of channels including telephone, email and Live Chat. Following successful completion of the probation period, there may be opportunities to learn the different channels and become an expert in the customer service department.

Key Responsibilities

• To effectively handle inbound calls regarding medical travel insurance.
• To manage customer service enquiries in alignment with our customer service goals.
• To assist the Sales department in taking over flow sales calls.
• Accurate screening of customers pre-existing medical conditions.
• Learn and develop skills in order to assist other areas of the Customer Care department.
• To provide feedback using predefined procedures and processes in order to help the business identify areas for improvement and development.
• To contribute to the development and success of the Company by taking an active part in team and operational meetings.
• Adhere to FCA regulations at all times.
• To maintain a professional and courteous manner towards your fellow team members, customers and clients.
• To work within our regulatory framework and adhere to our Quality Assurance Programme.
• To comply with the housekeeping rules contained within the Staff Handbook.

This list of duties is neither exclusive nor exhaustive and may be amended by Senior Management from time to rime, nor is it in an order of importance.

Person Specification

• Experience within a Call Centre environment in a similar role.
• Experience in dealing with Customer complaints both verbal and written is desirable.
• Use of Live Chat or a similar system is desirable.
• Excellent communication skills, both written and verbal.
• Committed to excellent customer service and prepared to go the extra mile to ensure customer satisfaction.
• Professional telephone manner.
• Attention to detail with focus on achieving first time quality.
• Competent level in Excel, Word and Internet.

Hours

• 35 hours per week

The Call Centre is open during the following hours:

8am – 8pm Monday to Friday
9am – 5pm Saturday
10am – 5pm Sunday
10am-4pm Bank Holidays

Benefits

• Excellent learning & development opportunities.
• 24 days holiday basic, rising after specific lengths of service.
• Contributory Pension Scheme
• Corporate Gym Membership
• Life Assurance
• Health Cash Plan
• Childcare vouchers
• Long Service Awards
• Employee Assistance Programme
• Study Support Packages
• Reward & Recognition incentives
• Discounted Health Assessments
• Health & Wellbeing advice
• Exclusive employee discounts including shopping vouchers, cinema tickets etc.
• Employee suggestion scheme
• Bonus – 10% annual profit related
• Fresh fruit every Tuesday
• Pizza’s in the last week of the month
• Head & Neck massages during lunch breaks
• Sports & Social Club
• Cycle to work scheme
• Discounted Gourmet Society and Tastecard offers